Manager of Customer Service Training & Quality Assurance

The Assistant Manager/Manager, Customer Service Training & Quality Assurance, manages the training and quality assurance requirements for all Webloyalty Customer Service staff. Training activity includes new hire training, on-going refresher training and customer service skills training for the Customer Service call center staff. Quality Assurance activity includes managing the Quality Assurance department and quality assurance policies, practices and processes for all call center representatives.

• Develop and implement formal training and orientation for all new Customer Service Representatives on webloyalty.com's customer service philosophy, products, services and procedures for handling member phone calls and emails.
• Develop appropriate testing, measurement and feedback to insure that training is effective and that CSRs are achieving performance standards.
• Develop follow-up training materials and programs for CSRs and other staff with a focus on improving the quality of customer service response for both email and phone communications with members.
• Recommend and implement additional training and development for all webloyalty customer service staff, including, Quality Analysts, Supervisors and Lead Representatives.
• Design, implement and manage a 'train-the-trainer' program to be used in Training and Quality Assurance for a new call center site.
• Provide periodic support to webloyalty's Account Management team in delivering customer service training to clients as may be required from time to time.

• Develop and maintain a comprehensive quality assurance program for CSRs which focuses on continuous improvement of their communications skills to achieve a consistently high quality response to our members and clients.
• Through the QA staff, provide individual monthly feedback and coaching sessions to CSRs on their email and call quality. These meetings must include clear communication to CSRs on their strengths and specific recommendations on areas in which they need to improve. These actions should be tracked and appropriate follow up actions taken, when necessary.
• Supervise and develop Quality Analysts to ensure daily/monthly audits of CSR phone calls and emails are being conducted on a timely basis and are consistent with webloyalty quality standards
• Ensure that Quality analysts adhere to industry acceptable standards, by which audits are conducted, scored and presented to CSRs in a professional environment so that CSRs can learn from the QA experience and insure that quality standards are always being met.
• Conduct regularly scheduled meetings and calibration sessions with Quality Analysts and call center management to insure consistency in delivering performance feedback to the CSR.
• Develop and implement a similar QA program and standards for a new call center site
• Assist Customer Service management in managing the daily operations of the call center to ensure all quality and service level standards are achieved.

This position will require some evening work (up to1-2 evenings per week likely).

This position will also require some travel to a new call center site and to client locations (approximately 5% travel is predicted).

• Extensive training experience in a high volume phone and email customer service environment
• Experience in managing Quality Assurance policies, processes and staff in a high volume phone and email customer service environment
• Proven track record of success in a customer service/call center environment
• Exceptionally strong written, verbal and analytical skills.
• Demonstrable proficiency in documenting staff performance
• Excellent presentation skills in communicating ideas and concepts to all levels within webloyalty
• Good Internet, PC skills and proficient in use of Excel and other MS applications
• College degree preferred
• Must have a solid performance record with a proven track record of performance and individual productivity for a minimum of six (6) months. Anyone on a current, active corrective action is not eligible to apply

Interested candidates should submit an internal application to Jennifer Bittar by September 20^th.